Steven Schaefer Email & Phone Number

Worldwide, Us

New York , Ny, Us

Noida, Uttar Pradesh, In

Managed incidents and problems relating to the clients Global businesses on multiple platforms. (Mainframe, Mid-range and Server) Using ITIL best practices in a globally based financial institution to determine root causes and remediation plans to reduce recurring and chronic issues.Identified contributing factors to further manifest cause and effect relationships.Scheduled and managed major problem review calls to determine impact, resolution taken, contributing factors and preventive initiatives.Provided monthly metrics for Senior Management for targeted chronic issue review and resolution.I worked closely with telecom providers (Verizon and AT&T) as well as other third party service providers in root cause analysis, for overall remediation and permanent resolutions.* Reduced recurring incidents by 15% overall.

New York, New York, Us

CITIGROUP Warren, NJVice President – Content and Training Manager 4/12 – 11/12As Global training Content and Scheduling Manager, coordinated all ITIL training internationallywhile maintaining training schedule in North America.Conducted classroom and virtual instruction for ITIL Foundations classes.Prepared and worked from established lesson plans ensuring accuracy of content.Vice President – Senior Technical Analyst, Problem Management 2002 – 4/12Managed incidents and problems relating to Citi’s Global businesses, determining resolutions, root causes and remediation plans and tasks.Detailed and resolved contributing factors to issues.Scheduled and managed major problem review calls to determine impact, resolution taken, contributing factors and preventive initiatives.Coordinated and managed corrective action tasks, provided Enhanced Post Mortem reporting with incident and problem closure.Provided monthly metrics for Senior Management for targeted chronic issue review and resolution.Produced double digit reduction of recurring issues year after year.Relationship Manager 1999 – 02Liaison between Data Center Services and businesses represented to coordinate changes,continuity of business tests, problem management and Service level Agreements.Managed incidents and problems to determine cause and remediation with subject matter expertsto resolve and prevent issue reoccurrences.Provided Post Mortem reporting to Senior Management.Coordinated and managed continuity of business tests and validation.Managed and negotiated Service Level Agreements between the business and Data Center.Served as Project Manager for all infrastructure and business-critical hardware and software upgrades.

Revamped the technological sector of the company by recruiting, building and updatingall aspects of IT operations.Designed and implemented Windows NT platform used for WAN at three locations including telephone systems, disaster recovery and Y2K compliance.Directed installation of new RS6000 in Bethlehem location to improve performance and migratedto AIX Version 4.0.Directed the installation of RS6000’s in the Syracuse and Seattle locations.Put into place a new telephone system including call center technology in handling high volume customer calls.Designed and implemented Bar Code scanning solutions to reduce errors and improve inventory.Responsible for technology training at each location and creation of testing procedures and standards for new program/application releases.

Led the organization from a multiple mid-range platform environment to a dual mainframe online environment, eliminating the data entry staff. Was able to keep the antiquated platform up and running while coordinating the migration to the mainframe environment.Able to interface with all levels within highly matrix-ed organizations and the ability to work with others toward common goals, with a focus on continual process improvementDeveloped, implemented and managed the overall IT organization that included the Data Center Manager, Technical Support and applications teams.- Identified the need for and implemented disaster recovery and Y2K compliance and implemented solutions at no additional cost to the company. This included quarterly testing at the offsite location.- Wrote and updated the Data Center Policy and Procedure Manual.• Installed Information Security throughout the organization (Top Secret) on all applications and system resources. This eliminated unauthorized access and easy identification of user errors requiring additional training to reduce recurring errors by 60%.• Main contact for all regulatory IT audits and compliance issues which included the Federal Reserve and the New York State Banking Commission.• Responsible successfully implementing resolutions for identified audit findings.• Scheduling• Vendor Management. (Managed and negotiated with external vendors. (identification, Contract negotiation and vendor relationship management) • Created, implemented and monitored change control procedures, which eliminated source code issues and change overruns. Provided integrity to the overall systems and applications environment.• Planned and implemented all hardware and software upgrades including operating systems, system utilities and applications. Improved the overall efficiency by planning and implementing hardware and software solutions.• Reduced overall maintenance costs by 20% every 3 years by updating equipment and software.

Certifications In Itil Fondations, Operational Support And Analysis And Csi., Itil

Education record